FAQ 1.1 - Why has my account been temporarily suspended, and is there a way of retrieving it?

Accounts are temporarily suspended as an automatic precautionary measure when the anti-cheat system detects unusual account activity. In such cases, accounts will be manually investigated and moderating measures undertaken accordingly. If suspicious account activity is discovered, the account will be permanently suspended in order to maintain a fair gaming environment for all players to enjoy. Otherwise, the account suspension will automatically be lifted after the specified duration.

FAQ 1.2 - Why has my account been permanently suspended, and is there a way of retrieving it?

Accounts are permanently suspended when suspicious account activity is discovered during a manual investigation. The reasons include, but are not limited to, use of unauthorized third-party software or methods, such as cheats, hacks, modifications, scripts, plug-ins and automation software, to modify or manipulate the game or its functionality. This gains an unfair advantage over other players and is not supported by the game developers.

However, if you believe that your account has been wrongfully suspended, you can submit an appeal in Ban Appeals. The following information is required:

Username or user ID of the suspended account.

The server the suspended account is part of.

The date of the account suspension.

The suspended account will be carefully investigated. If suspicious account activity is discovered, the account will remain permanently suspended in order to maintain a fair gaming environment for all players to enjoy. Otherwise, the account suspension will be lifted.

FAQ 1.3 - What can I do when purchased items are not delivered to my account?

In case of purchased items not being delivered to your account, please contact customer support via CS Center in the game settings on Android or iOS, or by sending an e-mail to gamerulesofsurvival@service.netease.com. The following information is required:

Username or user ID of the account the purchase was made on.

The server the purchase was made on.

Screenshot of the purchase receipt, including order number, date, time and amount.

FAQ 1.4 - Can account data be transferred or synchronized between Android, iOS and Windows devices?

Account data can unfortunately not be synchronized between Android, iOS and Windows devices, not even if the account is bound to a social media account.

FAQ 1.5 - Can account data be transferred or synchronized between different game servers (America, Asia and Europe)?

Account data can unfortunately not be synchronized between different game servers. If you switch game server, you will have to create a new account, unless you already have bound an account from this server to a social media account.

FAQ 1.6 - How can I bind a guest account?

It is recommended to bind guest accounts in order to save account data and prevent data loss. There are two ways of binding a guest account:

Bind the guest account to a Facebook or Google account on Android, or to a Facebook or Game Center account on iOS. However, be advised that one of the social media accounts must not have been used to bind a previous game account.

FAQ 1.7 - Is it possible to unbind an account which is already bound to a Facebook, Game Center or Google account?

It is unfortunately not possible to unbind an account once it has been bound to one of these social media accounts.

FAQ 1.8 - How can I switch to a different Facebook, Game Center or Google account?

Switch to a different Facebook or Google account on Android, or to a Facebook or Game Center account on iOS. However, be advised that one of the social media accounts must have been bound to a previous game account.

Switching to a different social media account will erease any guest account. If you would like to save the account data of the guest account, you will have to bind it to a social media account before switching.

FAQ 1.9 - Why do I receive an error message displaying "Cancel Google account login" when trying to switch to a Google Play account?

This error message is displayed when the login records of your Google Play account are invalid. Try to login to your Google account in Google Play, restart the game and switch account again. In order to avoid the account switching being canceled, make sure to not click anywhere on the screen while the Google Play account notice window has not completed loading.

FAQ 1.10 - How can I create a new account?

There are two ways of creating a new account:

Navigate to ACCOUNT - Start a new game from the welcome screen containing the "PLAY" button.

Navigate to Settings - User Center - Start a new game from the main menu containing your character.

Creating a new account will erease any guest account. If you would like to save the account data of the guest account, you will have to bind it to a social media account before creating a new account.

FAQ 1.11 - Is there a way of recovering it a lost guest account?

In case of lost access to a guest account, please contact customer support via CS Center in the game settings on Android or iOS, or by sending an e-mail to gamerulesofsurvival@service.netease.com. The following information is required:

Username or user ID of the lost guest account.

The server the lost guest account was part of.

Username or user ID of a new guest account.

The server the new guest account is part of.

FAQ 1.12 - I am unable to access my account. What can I do?

Try one of the possible solutions, and ensure that you are using a reliable Internet connection:

Install or activate Facebook or Google Play Games on Android, or Facebook and Game Center on iOS.

Log into Facebook or Google Play Games on Android, or Facebook and Game Center on iOS.

A detailed description of the situation, preferably including screenshot(s).

FAQ 1.13 - I am unable to find my previous account. What can I do?

Ensure that you have selected the correct social media account and the correct game server. If your account is bound to a Facebook, Game Center or Google account, navigate to ACCOUNT - Switch Account from the welcome screen containing the "PLAY" button. To switch server, click Select Server on the welcome screen containing the "PLAY" button.

You can change the username of your account in your profile, which can be accessed in the top-left corner of the main menu. The username can be changed only once a week.

All players are offered only one free username change. After using this opportunity, 300 diamonds will be required.

FAQ 1.15 - Why do I receive an error message displaying "Nickname used" when trying to register an account?

Usernames in a server are unique. If you try to register a username that is already in use, you will receive this error message. Try one of the possible solutions:

Change the username to something that is not already in use.

Switch to a different server and try to register the same username.

FAQ 1.16 - I am unable to complete purchases because an error message displaying "Your Purchase Could Not Be Completed" is displaying. What should I do?

Try to re-login with your Apple ID in iTunes to confirm whether this allows the purchase to be completed. In case this solution does not help, try to contact the iTunes support team for further assistance and information.

The daily limit, which is displayed in the bottom-left corner at the end of every match, is 5 000 gold credits. Players are not able to earn more gold credits per day than this limit. The daily limit will reset every day.

FAQ 2.4 - How can gold credits be used?

Gold credits can be used to:

Buy supply boxes to receive different types of items and cosmetics.

Be advised that items in supply boxes are randomly generated: it is possible to receive items that are already owned.

FAQ 2.5 - How can diamonds be used?

Diamonds can be used to:

Buy additional gold credits.

Buy different types of exclusive and rare supply boxes.

Be advised that items in supply boxes are randomly generated: it is possible to receive items that are already owned.

FAQ 2.6 - Why am I unable to add a friend?

Ensure that the following requirements are fulfilled:

The friend's username is correctly entered. Be aware of the character case any special characters.

You and the friend are part of the same server.

You and the friend are online.

An unstable Internet connection may cause delays. In that case, try to repeat the search a few more times.

FAQ 2.7 - Why am I unable to add friends or play with players on Windows?

The game version for Windows has separate servers. If you are playing on Android or iOS, you are not able to add friends or play with players on Windows. Players using the game version for Windows will only be able to add friends and play with players on the same operating system; that is, Windows.

FAQ 2.8 - How can I see the difference between enemies and players on my team?

In game modes such as duo, squad and fireteam, a blue indicator will be displayed above players on your team, including their username and voice activity. All other players are enemies.

FAQ 2.9 - Why do I receive items I already own from supply boxes?

Players may receive the following items from supply boxes:

Different types of face designs.

Different types of clothes.

Different types of amouflages.

Different types of hairstyles.

However, items in supply boxes are randomly generated: it is possible to receive items that are already owned.

FAQ 2.10 - What can I do when I get stuck between objects, or otherwise getting stuck on a map?

This happens on certain points on the maps. The easiest way to solve this is by jumping several times until a Please wait... message appears. Click it to respawn.

FAQ 2.11 - I am sometimes unable to reload my weapons. Why, and what can I do?

Sometimes when trying to reload weapons, nothing happens. This is a bug. Click the shooting button to automatically reload the current weapon.

FAQ 2.12 - Why is the game using so much storage on my mobile device?

Some old files may be cropping up. Please try the repair client option to delete all unnecessary files and download the most recent version of the patches and the Fearless Fiord map.

FAQ 2.13 - How does the first-person shooting mode work?

There are different game modes and leaderboards for first- and third-person shooting modes. Playing using the third-person shooting mode will allow switching to first-person shooting mode. However, the first-person shooting mode has no such option.

Should you encounter players that are cheating or otherwise gaining an unfair advantage over other players through use of unauthorized third-party software or methods that are not supported by the game developers, please report them by using the built-in report system which is available on the score/spectate screen at the end of every match. Alternatively, in case you have any kind of important evidence, please submit a report in Reporting Cheaters. The following information is required:

Username of the player you wish to report.

The server the player you wish to report is part of.

Evidence in the form of screenshot(s) and/or video(s).

The reported account will be carefully investigated. If suspicious account activity is discovered, the account will be permanently suspended in order to maintain a fair gaming environment for all players to enjoy. No details will be provided by the RoS staff; however, a weekly list of suspended accounts will be published in Announcements.

FAQ 3.2 - How can I report websites or online services?

Should you find websites or online services containing unauthorized third-party software or methods designed to modify or manipulate the game or its functionality, please submit a report in Reporting Cheaters. The following information is required:

The web address to such a website or online service.

Any other useful information.

FAQ 4 - Customer Service

FAQ 4.1 - How can I contact the customer service?

You can contact the customer service via CS Center in the game settings on Android or iOS, or by sending an e-mail to gamerulesofsurvival@service.netease.com. The following information is required:

Username or user ID of your account.

The server your account is part of.

A detailed description of the situation, preferably including screenshot(s).

FAQ 4.2 - How long does it take before the customer service replies?

The customer service receives hundreds of support requests every day. It takes time to review all of them. A member of the RoS staff will contact you as soon as possible; however, the response time depends on the amount of support requests. You are therefore kindly asked to wait patiently. If you are not contacted within a reasonable timespan, please reply to the support ticket or e-mail with a kind reminder, or contact a member of the RoS staff for further assistance.

FAQ 5 - Forum Account

FAQ 5.1 - Is there a way of recovering it a lost forum account?

In case of lost access to a forum account, please contact customer support via CS Center in the game settings on Android or iOS, or by sending an e-mail to gamerulesofsurvival@service.netease.com. The following information is required:

Username of the lost forum account.

E-mail address registered to the lost forum account.

A member of the RoS staff will contact you as soon as possible; however, the response time depends on the amount of support requests. You are therefore kindly asked to wait patiently.